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Disruption has been the lead story for the last few years – and rightfully so. Rapid technology advancements, mass consumerization of new technologies and platforms, and marketplace entrants like Uber and Google are – and will continue – to create fundamental shifts in how business is conducted and how insurance products are developed, delivered, sold and serviced. Some experts advise on becoming part of the disruption – to disrupt the disrupters, while others maintain that meaningful innovation can come through continuous improvement. Your organization may be looking to accomplish one or both. Either way, introducing meaningful changes for sustained improvements requires focus and diligence to avoid being part of the estimated 60-70% of all change initiatives that fail.

Auto physical damage claims professionals are on the front lines of where change is ripe. The increasingly high expectations of consumers for convenience and control, and the organization’s need for competitive differentiation and expense management converge in the claims operation. Technology alone isn’t the answer. Your people need to be on board with change as well. As a software provider to more than 350 auto carriers, representing thousands of implementations and process changes, we’ve seen a set of common characteristics among those organizations that have been successful in effecting positive change – both for their business and the policyholder. With change coming  from all directions, we want to share insights  on how some insurers are positively effecting change in today’s auto claims environment.

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